NW
Nevelle W
1 reviews | Active since Nov 2010
01 Dec 2017, 17:20
Poor service - no feedback - handset not as expected
Dear Cell C team,
I am extremely unhappy for the following reasons: I upgraded my contract on 5 November, see attached, for a Huawei P10 handset based on a "trial" as I am or was using a Samsung 6 Edge that are bigger and therefore more user friendly. The smaller P10 phone unfortunately is not fit for use at work or home. For some reason the notifications defaults back close app causing me not to receive alerts of new emails or messages. I physically have to go into the program then only I notice new emails or messages. This is a technical issue, isn't it. I was told the 7-day period already lapsed yesterday, which doe snot make any sense at all as the 7-day count should and must start on the following day therefore making the expiry date today, 12 November. What makes me extremely unhappy is that Cell C starts the 7-day count on the date the contract is signed, this is a mistake on Cell C's T & C's and contractually incorrect and mathematically it does not make sense either. as 5 (date) plus 7 (exchange policy days) equals 12 (November, today). Note: The personnel at Cell C Centurion Mall lower level did what they could with the information available to them. Unfortunately they weren't able to assist me. I do not blame them for this.
My request is simply this: Cell C must take my Huawei P10 and exchange it for the Huawei Mate 10 Pro and if there is a payment increase then change the contract accordingly. I basically refuse to accept no for an answer.
Kindly note that I will escalate this concern to the highest authority if my request is not resolved within the next 48 hours.
Awaiting anxiously for your positive reply / resolve.
This issue is no long overdue due to the lack of interest and care from Customer Care.
Regards
Nevelle Wolmarans
Helpful (0)
Replies (3)0
Replies (3)
Cell C's replyOfficial
02 Dec 2017, 06:36Good morning Nevelle
We have requested one of our team members to assist.
Do expect communication
Regards
Cell C | PN
Cell C's reply02 Dec 2017, 06:36
Official
Good morning Nevelle
We have requested one of our team members to assist.
Do expect communication
Regards
Cell C | PN
NW
Nevelle W's updateReviewer Update
04 Dec 2017, 17:45Dear Derrick
Thank you for the response (see bottom of this response) but unfortunately found unacceptable.
My argument is based on the following example, which is common practice in any industry hence the reason for the dispute:
Date and time contract signed: 05.11.2017 at 13h35. The counting should be:
Day 1: 06.11.2017 13h35
Day 2: 07.11.2017 13h35
Day 3: 08.11.2017 13h35
Day 4: 09.11.2017 13h35
Day 5: 10.11.2017 13h35
Day 6: 11.11.2017 13h35
Day 7: 12.11.2017 13h35
In contrast of the norm, Cell C count the days as follow, using the same example:
Contract signed on 04.12.2017 at 13h35
Day 1: 05.11.2017 at 13.35 (should be day 0)
Day 2: 06.11.2017 at 13.35
Day 3: 07.11.2017 at 13.35
Day 4: 08.11.2017 at 13.35
Day 5: 09.11.2017 at 13.35
Day 6: 10.11.2017 at 13.35
Day 7: 11.11.2017 at 13.35
I am sure with the example above you can see that the customer is penalized with 1-day due to Cell C’s incorrect interpretation. The contract signed date must start with day 0, not 1.
I don’t expect you to resolve this problem and therefore require that the concern be escalated to the following Cell C Head of Departments 1) policy and procedures, 2) financial and 3)warranty claims.
Kindly note this complaint will be escalated to the National Consumer Commission (NCC) due to the lack of contact transparency to the relevant Cell C department.
Kind regards
Nevelle Wolmarans
Dear Mr. Wolmarans
Thank you for contacting Cell C.
As per our conversation, faulty devices has to be returned to the store within 7 days( including weekend) of the date of purchase that is printed on the official invoice.
Your contract was upgraded on the 5th November and you went back to the store on the 12th November( day 8).
Unfortunately, your devices do not meet the OBF criteria. If your handset is faulty, you may visit your nearest Cell C store to book it for repairs.
The handset will be assessed by our repairs team and we will comply with the repairs, replacement and refunds policy.
Regards
Derrick Makhubele
NW
Nevelle W's update04 Dec 2017, 17:45
Reviewer Update
Dear Derrick
Thank you for the response (see bottom of this response) but unfortunately found unacceptable.
My argument is based on the following example, which is common practice in any industry hence the reason for the dispute:
Date and time contract signed: 05.11.2017 at 13h35. The counting should be:
Day 1: 06.11.2017 13h35
Day 2: 07.11.2017 13h35
Day 3: 08.11.2017 13h35
Day 4: 09.11.2017 13h35
Day 5: 10.11.2017 13h35
Day 6: 11.11.2017 13h35
Day 7: 12.11.2017 13h35
In contrast of the norm, Cell C count the days as follow, using the same example:
Contract signed on 04.12.2017 at 13h35
Day 1: 05.11.2017 at 13.35 (should be day 0)
Day 2: 06.11.2017 at 13.35
Day 3: 07.11.2017 at 13.35
Day 4: 08.11.2017 at 13.35
Day 5: 09.11.2017 at 13.35
Day 6: 10.11.2017 at 13.35
Day 7: 11.11.2017 at 13.35
I am sure with the example above you can see that the customer is penalized with 1-day due to Cell C’s incorrect interpretation. The contract signed date must start with day 0, not 1.
I don’t expect you to resolve this problem and therefore require that the concern be escalated to the following Cell C Head of Departments 1) policy and procedures, 2) financial and 3)warranty claims.
Kindly note this complaint will be escalated to the National Consumer Commission (NCC) due to the lack of contact transparency to the relevant Cell C department.
Kind regards
Nevelle Wolmarans
Dear Mr. Wolmarans
Thank you for contacting Cell C.
As per our conversation, faulty devices has to be returned to the store within 7 days( including weekend) of the date of purchase that is printed on the official invoice.
Your contract was upgraded on the 5th November and you went back to the store on the 12th November( day 8).
Unfortunately, your devices do not meet the OBF criteria. If your handset is faulty, you may visit your nearest Cell C store to book it for repairs.
The handset will be assessed by our repairs team and we will comply with the repairs, replacement and refunds policy.
Regards
Derrick Makhubele
NW
Nevelle W's updateReviewer Update
04 Dec 2017, 17:45Dear Derrick
Thank you for the response (see bottom of this response) but unfortunately found unacceptable.
My argument is based on the following example, which is common practice in any industry hence the reason for the dispute:
Date and time contract signed: 05.11.2017 at 13h35. The counting should be:
Day 1: 06.11.2017 13h35
Day 2: 07.11.2017 13h35
Day 3: 08.11.2017 13h35
Day 4: 09.11.2017 13h35
Day 5: 10.11.2017 13h35
Day 6: 11.11.2017 13h35
Day 7: 12.11.2017 13h35
In contrast of the norm, Cell C count the days as follow, using the same example:
Contract signed on 04.12.2017 at 13h35
Day 1: 05.11.2017 at 13.35 (should be day 0)
Day 2: 06.11.2017 at 13.35
Day 3: 07.11.2017 at 13.35
Day 4: 08.11.2017 at 13.35
Day 5: 09.11.2017 at 13.35
Day 6: 10.11.2017 at 13.35
Day 7: 11.11.2017 at 13.35
I am sure with the example above you can see that the customer is penalized with 1-day due to Cell C’s incorrect interpretation. The contract signed date must start with day 0, not 1.
I don’t expect you to resolve this problem and therefore require that the concern be escalated to the following Cell C Head of Departments 1) policy and procedures, 2) financial and 3)warranty claims.
Kindly note this complaint will be escalated to the National Consumer Commission (NCC) due to the lack of contact transparency to the relevant Cell C department.
Kind regards
Nevelle Wolmarans
Dear Mr. Wolmarans
Thank you for contacting Cell C.
As per our conversation, faulty devices has to be returned to the store within 7 days( including weekend) of the date of purchase that is printed on the official invoice.
Your contract was upgraded on the 5th November and you went back to the store on the 12th November( day 8).
Unfortunately, your devices do not meet the OBF criteria. If your handset is faulty, you may visit your nearest Cell C store to book it for repairs.
The handset will be assessed by our repairs team and we will comply with the repairs, replacement and refunds policy.
Regards
Derrick Makhubele
NW
Nevelle W's update04 Dec 2017, 17:45
Reviewer Update
Dear Derrick
Thank you for the response (see bottom of this response) but unfortunately found unacceptable.
My argument is based on the following example, which is common practice in any industry hence the reason for the dispute:
Date and time contract signed: 05.11.2017 at 13h35. The counting should be:
Day 1: 06.11.2017 13h35
Day 2: 07.11.2017 13h35
Day 3: 08.11.2017 13h35
Day 4: 09.11.2017 13h35
Day 5: 10.11.2017 13h35
Day 6: 11.11.2017 13h35
Day 7: 12.11.2017 13h35
In contrast of the norm, Cell C count the days as follow, using the same example:
Contract signed on 04.12.2017 at 13h35
Day 1: 05.11.2017 at 13.35 (should be day 0)
Day 2: 06.11.2017 at 13.35
Day 3: 07.11.2017 at 13.35
Day 4: 08.11.2017 at 13.35
Day 5: 09.11.2017 at 13.35
Day 6: 10.11.2017 at 13.35
Day 7: 11.11.2017 at 13.35
I am sure with the example above you can see that the customer is penalized with 1-day due to Cell C’s incorrect interpretation. The contract signed date must start with day 0, not 1.
I don’t expect you to resolve this problem and therefore require that the concern be escalated to the following Cell C Head of Departments 1) policy and procedures, 2) financial and 3)warranty claims.
Kindly note this complaint will be escalated to the National Consumer Commission (NCC) due to the lack of contact transparency to the relevant Cell C department.
Kind regards
Nevelle Wolmarans
Dear Mr. Wolmarans
Thank you for contacting Cell C.
As per our conversation, faulty devices has to be returned to the store within 7 days( including weekend) of the date of purchase that is printed on the official invoice.
Your contract was upgraded on the 5th November and you went back to the store on the 12th November( day 8).
Unfortunately, your devices do not meet the OBF criteria. If your handset is faulty, you may visit your nearest Cell C store to book it for repairs.
The handset will be assessed by our repairs team and we will comply with the repairs, replacement and refunds policy.
Regards
Derrick Makhubele